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Creating energy in a call center has always been a challenge. Of course you can give extra incentives for certain KPI's, but oftentimes those incentives result in only a temporary upswing in agent motivation and performance, and may even have adverse effects.
What if we looked at the entire idea of incentives differently? What if the call center became a game and the operators were the players? Gamification is making its way to the enterprise and it starts with the support center.
In order to participate in the game you'll need an avatar. Your avatar would participate in the game along with other agents. The concept of the game would be simple. Complete a mission – the agent’s task – and earn gems or badges.
Badges would be earned for helping a peer, successfully handling a certain number of cases in a row, receiving a thumbs up on a knowledge article, or handling a certain number of calls for the day. The badges would appear as they earn them and their peers would see them on their team’s leader board.
Gems would be earned for larger tasks or achievements such as employee of the month, receiving customer accolades or publishing a knowledge article. Gems could be used to purchase items for your avatar. Over the course of time, successful agents will have a more "blinged out” avatar representing their accomplishments.
Game achievements can socially be shared across the company, using salesforce.com’s Chatter, a free feature of the Service Cloud. Peers and members of the leadership team can "like" or comment on the agent’s success. The game provides a fun alternative for leadership, encourages peer-to-peer recognition and becomes a long term solution to increase call center productivity.
The average age of a call center worker is 23, so the adoption of new technology and a gaming culture is a natural fit, however in order to drive desired results the implementation must be handled with care. As a leader in cloud consulting Model Metrics is working with companies to integrate these solutions into feature rich support center solutions like salesforce.com's Service Cloud and adopt gamification into each company’s culture.
Sound far-fetched? Check out Bunchball – you'll be surprised to learn it's already happening. The possibilities are endless when you integrate gamification into Salesforce.com's Service Cloud.
It's a game, it's social, it's fun…it's work?
Tags: call agent, call center, chatter, gamification